Public Relations Officer

Job Summary: The Public Relations Officer (PRO) is responsible for maintaining and enhancing the hospital’s public image, managing patient relations, coordinating communication between patients and hospital departments, and ensuring a high standard of patient satisfaction in accordance with NABH standards and measurable elements.

Key Roles & Responsibilities

1. Patient Relations & Experience

· Act as the primary point of contact for patients and attendants for grievance redressal and service assistance.

· Ensure patient satisfaction through regular interaction and feedback collection.

· Facilitate smooth patient admission, discharge, and inter-departmental coordination.

· Assist international/outstation patients with necessary arrangements and support services.

· Ensure patient rights and responsibilities are communicated effectively (NABH compliance).

2. Grievance Handling & Feedback Management

· Register, document, and resolve patient complaints in a timely manner.

· Maintain grievance registers and ensure closure within defined TAT.

· Conduct patient feedback surveys and submit monthly analysis reports.

· Coordinate with Quality Department for CAPA (Corrective and Preventive Action).

3. Public Relations & Brand Management

· Maintain positive relationships with patients, visitors, and the general public.

· Coordinate hospital promotional activities, awareness programs, and outreach initiatives.

· Support marketing team in hospital branding, campaigns, and events.

· Ensure all communication reflects the hospital’s values, ethics, and quality standards.

4. Communication & Coordination

· Coordinate between clinical and non-clinical departments for patient support.

· Ensure accurate and timely dissemination of hospital information.

· Liaise with media, agencies, and external stakeholders when required (with management approval).

5. Documentation & Reporting

· Maintain records of patient interactions, complaints, and resolutions.

· Prepare daily, weekly, and monthly PRO activity reports.

· Ensure documentation meets NABH standards and audit requirements.

6. Quality & NABH Compliance

· Ensure adherence to NABH measurable elements related to Patient Rights, Education, and Communication (PRE).

· Participate in internal audits, quality meetings, and training programs.

· Ensure confidentiality and privacy of patient information at all times.

7. Required Skills & Competencies

· Excellent communication and interpersonal skills.

· Strong problem-solving and conflict resolution ability.

· Patient-centric approach and empathetic attitude.

· Good documentation and reporting skills.

· Ability to work in shifts and handle emergency situations.

· Knowledge of hospital systems and patient care processes.

· Multilingual communication ability (Malayalam, English, Hindi preferred).

8. Key Performance Indicators (KPIs)

· Patient satisfaction score improvement.

· Complaint resolution turnaround time.

· Reduction in repeat complaints.

· Feedback collection coverage.

· Compliance with NABH patient communication standards.

9. Authority & Accountability

· Authorized to interact with all departments for patient care coordination.

· Responsible for ensuring timely grievance resolution.

· Accountable for maintaining patient confidentiality and hospital reputation.

10. Working Conditions

· Rotational shifts including nights, weekends and holidays.

· High interaction with patients and attendants.

· Exposure to emotionally sensitive situations requiring professional conduct.

11. Code of Conduct & Ethics

· Maintain strict confidentiality of patient and hospital information.

· Adhere to hospital policies, NABH standards, and ethical practices.

· Demonstrate professionalism, empathy, and integrity in all interactions.

How to Apply: Interested candidates may forward their updated resume to [email protected] with the subject line “Application for the post of Public Relations Officer (PRO).” or WhatsApp to +91 9446523812

Pay: From ₹20,000.00 per month

Benefits:

• Leave encashment
• Paid sick time

Education:

• Master's (Required)

Experience:

• Hospital PRO: 2 years (Required)

Language:

• Malayalam (Required)

Location:

• Kollam, Kerala (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: In person